Customer Support

Business Process

Control Operations

Case Studies

Customer Support Knowledge Base

The key goal of a customer support call center is to provide the correct information to answer a customerís question or resolve their product problem. There are several Knowledge Management (KM) packages that directly address this key goal. KSD works with clients to identify the critical knowledge necessary for the call center. Working with our clients we identify a commercial KM package appropriate for their needs. We then work with our clients to configure and deploy the KM package to deliver the correct knowledge on demand from the call center agents (see case study: call center knowledge base). Typical benefits from this type of knowledge system are:

It is also possible to deliver knowledge directly to end-user customers through web interaction with a knowledge base. Providing direct access to the knowledge generates enormous value from the knowledge set. KSD is familiar with the process and tools for delivering knowledge content directly through the web. With proper planning and configuration a call center knowledge base can be extended out onto the web.